Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

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5 Top Customer Service Articles For the Week of February 17, 2020


Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. The post 5 Top Customer Service Articles For the Week of February 17, 2020 appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of February 24, 2020


2020 Predictions For Marketing And Customer Experience by Mark Floisand. My Comment: We’re almost to the end of February and there are still articles coming out with predictions for 2020.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year.

5 Top Customer Service Articles for the Week of January 6, 2020


6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s. The post 5 Top Customer Service Articles for the Week of January 6, 2020 appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of January 13, 2020


4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience.

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Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience

Meeting Customers Unmet Needs, The New Imperative for 2020

Beyond Philosophy

The post Meeting Customers Unmet Needs, The New Imperative for 2020 appeared first on Customer Experience Consulting. Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade.

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.

1 in 4 Will Lose Their Job in 2020

Beyond Philosophy

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. The post 1 in 4 Will Lose Their Job in 2020 appeared first on Customer Experience Consulting.

Will TRACED Mean the End of Robocalls in 2020?

Contact Center Pipeline

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If you’re curious about what being a harmonica player has to do with robocalls, I suggest you read the column.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them.

2020 Customer Experience: 20 Wishes


2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. The post 2020 Customer Experience: 20 Wishes appeared first on Customer Value Performance. Get ahead by making significant turns yourself now.

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.

Opening 2020 with Totango


Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. .

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Opentalk 2020 goes vertical


They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year! Opentalk 2020 is the perfect opportunity for you to share information with your peers! Join these industry experts and thousands more at Opentalk 2020!

What you Need to Know: Aspect U at ACE 2020


At ACE 2020, we’re making it possible for you to attend the sessions you need on the Aspect U track plus the focus track of you want. The Aspect Education Services group is excited about the services we’ll be offering at ACE 2020. ACE 2020 Education English/US

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel

How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.

Customer Service Life Updates – February 2020

Customer Service Life

Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. 30 Customer Experience Experts: Here’s What To Expect In 2020 – Dan Gingiss compiled a wonderful collection of opinions from CX expects in this Forbes article.

60+ Customer Loyalty Statistics for 2020

ProProfs Blog

Customer Loyalty Statistics 2020 You Shouldn’t Miss. This customer loyalty statistics for 2020 gives you all the more reasons to work upon improving your loyalty programs. The post 60+ Customer Loyalty Statistics for 2020 appeared first on ProProfs Learning.

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Top 3 Reasons to Attend CXNext 2020: Engagement Redefined

bold360 Blog

CXNext 2020: Engagement Redefined. May 12, 2020. Learn more and grab your spot at CXNext , and we’ll see you in Boston on May 12, 2020. The post Top 3 Reasons to Attend CXNext 2020: Engagement Redefined appeared first on Bold360 Blog.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

Top 5 reasons to attend Opentalk 2020, by Kathie Johnson


Talkdesk’s CMO shares five reasons why you should attend Opentalk 2020, the premier CX conference, April 22-23 in San Francisco . The post Top 5 reasons to attend Opentalk 2020, by Kathie Johnson appeared first on Talkdesk.

Five customer experience resolutions for 2020

TELUS International


Your Emergency Response Plan—Be Prepared


One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

50+ Customer Engagement Statistics for 2020

ProProfs Blog

Customer Engagement Statistics 2020 Explained. Takeaway: The customer engagement statistics of 2020 definitely indicate that your business will have to work towards building stronger customer engagement strategies, especially when there are so many challenges along the way.

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How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Amazing Business Radio: Teri Yanovitch


Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch.

Amazing Business Radio: Claire Sporton


Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.

2020 Contact Center Investment Priorities

DMG Consulting

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020.



2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020: #support Ask Experts #customer_experience

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers